India Broadband

Admin

Hi everyone

As most of you may already know that I got a Tata wimax broadban connection which was set up on the 12th of sep 2008 in the afternoon. I said a lot of good things about the speed and all that but the horrer story started the very same day.. Later into the night my connection dropped and this tata wimax connection has been lying dead ever since.

The sad part is that its the installation which was faulty and the guy did not fix the wimax thing properly on the terrace and it is moving from left to right with slightest of winds

I made a complaint early in the morning on the 13th of Sep telling tata wimax customer care that my connection is down and the ariel is not fixed properly and they assured me that it will be taken care of within 24 hours..

I am still waiting for some one from tata wimax to turn up and do something about this.

I have made a few calls to customer care ever since and the same reply again and again that some one will come around to my place asap and will be taken care of soon and this and that....

I also sent an e-mail to the Nodal officer for North India whose name is Jasleen and by the looks of it she is more interested in hearing good things and doesnt have time for complaints as this matter has still not been taken care of...

This is what I got from the nodal officer :- 15 September 2008 11:25

Dear Mr. Chahal,

Thank you for writing to Tata Communications Internet Services limited.

With reference to the appended mail, we apologize for the inconvenience caused to you due to interruption in services.

We have carefully noted the contents of your mail and would resolve your concern at the earliest.

Your complaint has been registered as docket number NO/NOR/7044732

For any further assistance please,

• Contact 24 hours toll free Customer Care: 1800 209 7070 or call the Customer Service number in your city.
• You can also write to us at customerservice@tatacommunications.com.

Assuring you of our best of services at all times,

Yours sincerely,

Nodal Officer – North
Tata Communications Internet Services limited.
--------------------------------------------




My user id is : parminder.chahal@vsnl.net and the complaint number is : 7044732














The moral of the story is that Tata wimax customer care sucks big time... I am still waiting for this connection to be sorted out for the last three days and still no sign of anyone turning up.


If this is not sorted out by tommorow I will get this crappy tata wimax disconnected and get all my money back including the installation money which I paid.




Tata wimax sucks big time.




Just an update:

I recieved a call from some guy at Tata wimax and he promised that some one will be at my place first thing in the morning.... I asked him why did 3 days go by without any action from you guys and he said he recieved this complaint today itself ...

Such is the state of Tata wimax customer care.

__________________
Reliance data card | Reliance broadband | Airtel broadband | Wimax

player

taurius1

Hehe. Reliance is pretty much the same. It took them a month to fix my antenna after it shorted during the 1st rains in may.

And i've been arguing about gettin a refund / adjustment in my bill for the 4 weeks (approx) that I wasnt able to access their services during that month. The billing issue got sorted out without too much trouble, as they are very cautions about disconnections, they DO have a tendancy of ignoring complaints for a long time. Once, they even closed my case without anyone calling back to check if the issue was resolved.

Aah well, I dunno how it is with Tata, but I'll share how reliance's team works for hardware issues.

1) You ----> Cutomer care
They will register a complaint, give you a complaint ID / docket, and forward your problem to the "technical team"

2) Technical team ----> You
This call can happnen within an hour, or a few days, depending on the work load. At this point, I have to be prepared to explain the entire situation all over again, coz the customer care kids are nothing more than the proverbial blonde secretaries noting down your name and number. The technical team is decently competet (atleast the 15 people I've talked with till date over the last year were...) will try to figure out if it can be resolved over the phone. If nothign works, they will forward the issue to the ground engineers.

3) engineers ----> You
They will contact you as and when they get the job assigned to them by the local co-ordination office. They are often the most helpful, as they actually look at your hardware and figure out what the problem seems to be.
[As a side note, I took the liberty of takin down the numbers of two of the engineers who are usually assigned to do jobs in my area. It's easier to refer some of the problems to them directly]


On the whole, this structure might be more efficient for the corporates, coz it cleanly segregates every process. But it totally kills the customer's patience and goodwill. It's irritating knowign that i have to explain my problem three times over simply coz Reliance is compartmentalizing their processes.




Still, I wish you a speedy recovery!!

Admin

Just in case you didint know ... these guys who come down to your place to fix the hardware issue are not reliance employees... they get money to attend the complains and I think its Rs400 per complaint and it doesnt matter if the issue gets sorted or not as they still get paid.
Tata wimax on the other hand works a little differently and I am sure I will find out soon how they work...

taurius1

I know they're just hired mercenaries, so to speak. But I managed to get decent guys who wouldn't mind goin out of their way to get my connection back up and running.

Admin

Those are employees of one of the Reliance wimax Direct selling agents ... They get Rs750 per connection and Rs1000 for installing a new connection and then Rs300-400 for attending every complaint... so more complaints the merrier for them.

They live off your complaints ...

Tata indicom on the other hand has their own employees who take care of installation and taking care of complaints.

I got a call from Tata wimax last night at 7:10 and the guy promised that some one will attend to the problem first thing in the morning... 9ish is what he said.

Its 10:30 now

taurius1

If you have a toll free number, call them up again and again.
That's what I did.

Admin

I called tata wimax customer care again and asked why is no one here yet... same answer... will send e-mail to back end

I tried calling the Nodal officer Jasleen and her phone comes up busy... been busy for the last 3 days... dont know what she is upto..

Tata wimax sucks.

gardencityboy

Admin take my suggestion

You can fix this yourself

This is happening because the antenna is moving and that the signal strength is varying due to which you are not getting constant connection

When they came to install the antenna at my place they said that the signal strength is 26 and when he installed it was about 17 to 14

So i took up work in my own hands and found the signal which is giving 25

I completely changed the location of the antenna and fitted it much better
Now i have a signal of 25 almost all the time

it depends on an person. i like to research and fix things if i can

If you don't like doing it i guess you will have to wait but it is a matter of using a spanner and tightening the screws

Admin

I know I can do it but what about those who cant? I called them up again and they have promised that some one will be here before 2PM.

I have had enough of tata wimax.

I am on the phone with tata wimax again same reply... work in progress... Bull ****.

Tata wimax sucks. and tata wimax sucks big time.